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- All HBS Web (749)
- Faculty Publications (613)
- March 1994
- Supplement
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)
By: Roy D. Shapiro and Michael D. Watkins
Supplements the (A) case. View Details
Keywords: Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)." Harvard Business School Supplement 694-077, March 1994.
- October 1993 (Revised July 1997)
- Case
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)." Harvard Business School Case 694-047, October 1993. (Revised July 1997.)
- January – February 1991
- Article
Championing Change: An Interview with Bell Atlantic's CEO Raymond Smith
By: R. M. Kanter
Kanter, R. M. "Championing Change: An Interview with Bell Atlantic's CEO Raymond Smith." Harvard Business Review 69, no. 1 (January–February 1991): 118–130. (Reprintings include Leaders on Leadership, edited by W. Bennis. Boston: Harvard Business School Press, 1992; The Challenge of Organizational Change, edited by R.M. Kanter, B.A. Stein, and T.D. Jick. N.Y.: Free Press, 1992.)
- December 1989 (Revised June 1991)
- Case
Motorola, Inc.: Bandit Pager Project
Describes the development of a fully automated production line for manufacturing radio pagers. The company regarded the project as highly successful; it becomes clear in the case, however, that there were some shortcomings as well. Some marketing issues were not... View Details
Keywords: Time Management; Marketing; Product Development; Production; Success; Projects; Technology; Telecommunications Industry
Wheelwright, Steven C. "Motorola, Inc.: Bandit Pager Project." Harvard Business School Case 690-043, December 1989. (Revised June 1991.)
- August 1997 (Revised September 1997)
- Case
Imedia Corporation: The Pricing Decision
Efi Arazi, the president of a start-up called Imedia, must determine an appropriate pricing strategy for an innovation that will change the basis of competition in the cable TV industry. View Details
Kosnik, Thomas J., and Doron Kempel. "Imedia Corporation: The Pricing Decision." Harvard Business School Case 598-005, August 1997. (Revised September 1997.)
- February 1992 (Revised December 1992)
- Supplement
MCI Vision (B)
Supplements the (A) case. Designed as an in-class handout. View Details
Keywords: Telecommunications Industry
Cespedes, Frank V. "MCI Vision (B)." Harvard Business School Supplement 592-084, February 1992. (Revised December 1992.)
- July 1987
- Case
Investor Relations at AT&T
By: Stephen A. Greyser and Norman Klein
Greyser, Stephen A., and Norman Klein. "Investor Relations at AT&T." Harvard Business School Case 588-003, July 1987.
- April 1986 (Revised June 1993)
- Case
Cox Cable (A)
Keywords: Telecommunications Industry
Cespedes, Frank V. "Cox Cable (A)." Harvard Business School Case 586-045, April 1986. (Revised June 1993.)
- September 1980 (Revised July 1981)
- Supplement
AT&T -- Long Lines Department National Account Selling (B)
By: Thomas V. Bonoma and Benson P. Shapiro
Bonoma, Thomas V., and Benson P. Shapiro. "AT&T -- Long Lines Department National Account Selling (B)." Harvard Business School Supplement 581-032, September 1980. (Revised July 1981.)
- June 1980 (Revised December 1980)
- Supplement
AT&T Long Lines (B), Telemarketing: Introduction to Video 1
Keywords: Telecommunications Industry
Shapiro, Benson P. "AT&T Long Lines (B), Telemarketing: Introduction to Video 1." Harvard Business School Supplement 580-146, June 1980. (Revised December 1980.)
- November 1991 (Revised June 1992)
- Case
AT&T: The Dallas Works (A)
Describes the organizational challenges facing an AT&T plant a few years after the breakup of AT&T. In an effort to empower workers and to unite the factory behind change, management proposes an unusual team-based approach to driving the change. Teaching Objective: To... View Details
Keywords: Organizational Change and Adaptation; Change Management; Groups and Teams; Organizational Culture; Telecommunications Industry; Texas
Jick, Todd D. "AT&T: The Dallas Works (A)." Harvard Business School Case 492-023, November 1991. (Revised June 1992.)
- October 1987 (Revised April 1991)
- Supplement
Motorola and Japan (A), Supplement
By: David B. Yoffie and John J. Coleman
Updates Motorola and Japan (A) for 1982. View Details
Yoffie, David B., and John J. Coleman. "Motorola and Japan (A), Supplement." Harvard Business School Supplement 388-057, October 1987. (Revised April 1991.)
- October 1987 (Revised February 1992)
- Case
Motorola and Japan (A)
By: David B. Yoffie and John J. Coleman
In 1981, Motorola was reevaluating its strategy towards Japan. The firm had been successful in penetrating the Japanese market, and it was confronting increased Japanese competition at home. How it should respond and with what kind of organization were the central... View Details
Keywords: Market Entry and Exit; Standards; Competition; Corporate Strategy; Telecommunications Industry; Japan
Yoffie, David B., and John J. Coleman. "Motorola and Japan (A)." Harvard Business School Case 388-056, October 1987. (Revised February 1992.)
- October 1986 (Revised March 1989)
- Case
North American Telecom International
By: David B. Yoffie and John J. Coleman
Keywords: Telecommunications Industry
Yoffie, David B., and John J. Coleman. "North American Telecom International." Harvard Business School Case 387-021, October 1986. (Revised March 1989.)
- October 1984
- Teaching Note
AT&T and the Access Charge, Teaching Note
Keywords: Telecommunications Industry
- 19 Feb 2019
- Blog Post
The First Five Years: '30 Under 30' Edition
are operating on the periphery of mainstream culture. So being recognized with such a prestigious accolade alongside many leaders of the mainstream music industry today made all of the hard work of the past decade deeply worth it.”... View Details
Keywords: All Industries
- 20 Aug 2001
- Research & Ideas
Making an Ally of Uncle Sam
to deter weaker players by disrupting or delaying their plans or imposing burdensome penalties. Delay is often a valuable side effect of government involvement in value-net games. Global Crossing, a small player in the telecommunications... View Details
- 14 Apr 2008
- Research & Ideas
The Surprising Right Fit for Software Testing
system testing, and system integration testing. Personal Motivation Specialisterne's founder, Thorkil Sonne, launched the company in 2004 following a high-level career in telecommunications IT. (Specialisterne is Danish for "the... View Details
- March 2000 (Revised April 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Documents the hectic and grueling work done by Jill Greenthal's team at Donaldson, Lufkin & Jenrette in an attempt to execute a landmark deal on behalf of a key client. View Details
Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Banking Industry; Banking Industry; Banking Industry
Nanda, Ashish, Thomas J. DeLong, and Sarah S. Khetani. "Jill Greenthal at Donaldson, Lufkin & Jenrette (B): The TCI/AT&T Deal." Harvard Business School Case 800-242, March 2000. (Revised April 2001.)
- 19 Jun 2007
- First Look
First Look: June 19, 2007
FDI" in several different ways. First, we look at the possibility that the effects of FDI differ by sector. Second, we differentiate FDI based on objective qualitative industry characteristics including the average skill intensity... View Details
Keywords: Martha Lagace